Setting alternative callback numbers for an account (and the languages and categorization profiles associated with these numbers (for Conversation Analyzer))

To add, edit, or delete callback numbers for an account, perform the following steps:

1. Go to ContactWorld Administration. For information on accessing ContactWorld Administration, see Accessing ContactWorld Administration. In the Routine section, click Presented CLIDs. Presented CLIDs appears.

2. In the Account list, select the account you are adding a callback number or numbers for. A table of existing callback numbers appears.

3. To add a new callback number, click Add new Presented CLID. A new row appears.

4. Type a name and CLID for the new number.

   Click Update. The new number appears in the table.

5. You can also specify Language and Conversation Analyzer Tag related with that Presented CLID. For information about where these values are used, see Conversation Analyzer.

6. To edit an existing callback number, click Edit in the row of the number you want to edit. The row appears in edit mode.

7. Change the name or the CLID of the number, or both. Click Update. The updated details appear in the table.

8. To delete an existing callback number, click Delete in the row of the number you want to delete. The row is removed from the table.

Agents can now see the available callback number or numbers in ContactPad.

For information about how to use callback numbers when making outbound calls, see Setting the default callback number in ContactPad.

For information about restricting individual agents from using specific callback numbers, see Configuring callback numbers for agents.